Article 1 – Definitions

1.1 Organization: Rainbow Care & Coaching B.V.
1.2 Client: The person receiving care from Rainbow Care & Coaching, or their legal representative.
1.3 Complaint: A written or oral expression of dissatisfaction by or on behalf of a client regarding the care, services, conduct, or behavior of staff members of Rainbow Care & Coaching.
1.4 Complainant: The person submitting a complaint, who may be a client, a legal representative, or a close relative of a client.
1.5 Internal Complaints Officer: The person within Rainbow Care & Coaching responsible for coordinating complaints handling.
1.6 Vertrouwenspersoon (Confidential Adviser): An independent, free-of-charge adviser provided through Jeugdstem, available to all youth care clients to offer support, guidance, and representation at any stage of the complaints process.

Article 2 – Purpose and Scope

This complaints procedure applies to all youth care services provided by Rainbow Care & Coaching. It sets out how complaints from clients or their representatives are received, investigated, and resolved. Drawn up in accordance with the Dutch Youth Act (Jeugdwet) and the Healthcare Quality, Complaints and Disputes Act (Wkkgz).

Article 3 – Filing a Complaint

• A complaint may be submitted orally or in writing (including by e-mail) to the management team of Rainbow Care & Coaching.
• A complaint must clearly describe the nature of the concern and, where possible, the desired resolution.
• Complaints will be registered in the internal complaints log.
• Clients may seek free support from the vertrouwenspersoon via Jeugdstem or contact KPZ directly at any stage.

Article 4 – Initial Handling of Complaints

• Receipt of a complaint is acknowledged within 5 working days.
• Resolution aimed within 6 weeks.
• If not resolved, complainant is notified in writing, including reason and expected timeframe (max total 10 weeks).

Article 5 – Internal Review and Resolution

• Complaints discussed with staff concerned, coordinator, or head of treatment if necessary.
• Written response provided, explaining findings and corrective actions.
• Case closed if complainant accepts outcome.
• Serious adverse events (calamiteiten) reported to IGJ; complaints may run concurrently.

Article 6 – Documentation and Confidentiality

• All complaints documented (details, actions, outcome, follow-up).
• Confidential access only by authorised personnel.
• Compliance with GDPR/AVG.
• Complaint files retained for 15 years after closure.

Article 7 – Withdrawal of a Complaint

Complainant may withdraw at any stage by written request; complaint process discontinued.

Article 8 – Representation

• Representation may include legal representative or trusted confidant.
• Management may request written authorisation.
• Clients aged 12+ may participate independently; conflicts safeguarded via vertrouwenspersoon.

Article 9 – Independent Complaints Officer (KPZ)

• Rainbow affiliated with KPZ, independent complaints body.
• Complaints officer independent and impartial.
• Responsibilities: advising, ensuring confidentiality, facilitating communication.
• Clients may contact KPZ directly at any stage.

Article 9A – Vertrouwenspersoon (Jeugdstem)

• Free, independent adviser for youth care clients via Jeugdstem.
• Provides info, guidance, support, and representation.
• Clients informed at intake and when filing a complaint.
• Website: www.jeugdstem.nl · 088–555 1000

Article 10 – External Disputes Committee

• If unresolved internally, complainant may escalate to KPZ disputes committee; decision binding.
• Committee regulations: www.klachtenportaalzorg.nl

Article 11 – Complaints Involving Third Parties

• Coordinate with external organisation with complainant consent.
• Complainant may choose main point of contact.

Article 12 – Informing Clients

• Clients informed of complaint rights via website and intake.
• Youth-friendly accessible info provided for young clients.

Article 13 – Costs

• Complaints procedure free of charge.
• Vertrouwenspersoon support via Jeugdstem free of charge.
• Any personal legal representation costs are complainant’s responsibility.

Article 14 – Registration and Monitoring

• All complaints and outcomes registered internally.
• Periodic evaluation via HKZ-certified quality system.
• Annual complaints report to management (number, type, handling times, outcomes, systemic issues).
• Lessons used to improve policies and quality of care.

Article 15 – Review

This complaints procedure is reviewed annually as part of Rainbow Care & Coaching’s quality assurance cycle, and updated as required by changes in law, regulation, or organisational practice.